Customer Solution – Claims Associate

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Act as the main point of contact and advocate for our customers.

• Capture incoming requests via telephone and email, ensuring accurate order creation.

• Create and categorize customer interactions and feedback, resolving or assigning them as necessary.

• Monitor open orders to ensure compliance with tasks and timelines.

• Address blocked orders in collaboration with customers and cross-functional teams.

• Optimize orders for logistical efficiency through payload maximization and order grouping or splitting.

• Communicate with customers regarding out-of-stock situations or stock allocation concerns.

• Troubleshoot issues preventing the creation of delivery notes.

• Resolve transportation and warehousing issues impacting delivery.

• Capture, create, and register requests for returns.

• Evaluate return compliance and secure Sales authorization when necessary thresholds are surpassed.

• Validate returned items and documentation for credit/debit assessments.

• Coordinate the destruction or donation of goods when physical returns are not feasible.

• Verify refusal order reason codes and pricing prior to billing.

• Analyze the causes of refusals and suggest mitigation strategies.

• Work with Billing to address customer-related billing concerns.

• Collaborate with stakeholders and partners to align processes with business and customer requirements.

• Provide comprehensive order-status visibility to both customers and internal teams.

• Apply root-cause reason codes according to global methodologies.

• Identify, analyze, and initiate escalations based on established criteria.

⛳️ Requirements

• High school diploma or GED is mandatory.

• A bachelor's degree is preferred.

• At least 2 years of experience in Supply Chain is preferred, including areas such as Order Management, Distribution, Inventory Management, Transportation, or Demand & Supply Planning.

• Must be available and flexible to work different shifts based on customer geography/time zones or 7-day operations.

• Reliable internet service with direct modem access for Ethernet; Wi-Fi or hotspot is not permitted when working from home.

• A dedicated workspace for customer calls and work equipment is required.

• Exceptional written and verbal communication skills are essential.

• Proven capability to analyze and interpret data effectively.

• A well-organized, methodical approach along with strong decision-making skills.

• Excellent creative problem-solving abilities.

• Proficiency in Microsoft Office applications, including Word, Excel, and Outlook.

• Ability to thrive in a fast-paced environment while managing multiple priorities.

• Must be able to work independently with minimal supervision.

• A strong customer service orientation is required.

• Ability to build trust and foster long-term relationships.

• A proactive approach to continuous process and service enhancements.

• Strong results orientation.

• This position does not qualify for Visa Sponsorship.

🏝️ Benefits

• Performance-based incentives.

• 401k plan with company matching.

• Comprehensive healthcare coverage.

• Extensive range of additional benefits.

• Dynamic career advancement opportunities.

• Robust development programs.

• Opportunities to learn from skilled colleagues worldwide.

• Benefits supporting physical, financial, and emotional wellbeing.

• An inclusive workplace environment.

• Reasonable accommodations provided during the recruitment process.